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TMCnews Featured Article

February 25, 2013

Predictive Dialer Provider Thinks Out of the Box

By Jamie Epstein, TMCnet Web Editor

In most situations, when something says, “one size fits all,” it’s usually not the case. And for call center environments, which typically see a rapid peak and then decrease in calls at specific times – like during the holiday season – a predictive dialer that doesn’t come complete with a high level of flexibility simply won’t measure up to its individual business needs.

The Heller Group, headquartered in Houston TX, started to leverage SpitFire’s Enteprise Predictive Dialer several years back, and was extremely impressed with the capabilities it proved to its agents working both remotely and onsite.

Moses Garcia, Heller Group, said in a statement, “We are able to use the system for outbound calling and do third party transfers without dropping any calls and perform manual call backs while remaining logged into the system.”

Touted as extremely simple to install, operate, manage and maintain, the highly intuitive SEP encompasses all of the key tools contact centers must have at their fingerprints to see positive results from both inbound and outbound campaigns. In fact, designated agents are now considered “Transfer Agents,” and can handle transferred calls while simultaneously leveraging a customer data screen filled with important personal information, sent directly from the outbound agent.

This is an ideal solution for companies who require a way to take over calls from outbound agents and wish to transfer both the calls and data to “Closers” or “Verifiers.” In addition, the transfer agent can use his or her license to make outbound calls, set up unlimited custom disposition fields, and even set automatic callback alarms.

Sales tracking and reporting capabilities powered by the platform assists managers in gaining much deeper visibility into how an agent is performing with detailed reports that comprise sales numbers and the date and amount of each sale.

Also, division heads can now easily analyze data that is separated by either agent or campaign with access to real-time data.

Manual dialing can even be completed with numbers that have already been checked against No Call Lists. The new feature will make it easy for agents to make manual calls along with calls being placed from the dialer, without having to worry if they are calling a number on the “No Call” list which will result in multiple consequences including high fines from the FCC (News - Alert).

Due to the fact that the dialer now automatically checks against the “No Call” lists and gives agent a message if the number is a no call, it’s easy for agents to adhere to regulatory guidelines while using predictive dial, preview dial and manual dial – all on the same system and screen.

But hey, what’s the point of having a lot of functions available to your business without support in case something goes wrong or you have a question? SpitFire understands the importance of closely assisting customers throughout the cycle of utilizing this dialer technology and Garcia seems to agree.

“The support that SpitFire provides to us is outstanding,” he added. “They are available when making changes to the network and always stay on top of updates when needed. My recommendation is take a look at the others but once you do your comparisons you will find that it is the company you want to buy from, not only because of the product features but because of the support they provide to their customers.”